UKG Partners for Life with Customers Through Award-Winning Experience

With 75% of the organization dedicated to building products and providing customer service, UKG is pushing the HCM industry forward.

UKG, a leading provider of HR, payroll, workforce management, and culture solutions for all people, today announced advancements to its customer experience (CX) model as well as recent awards and accolades received for partnering with customers to instill confidence, accelerate value, and build great workplaces through a differentiated CX.

“Nothing is more important than helping our customers worldwide build a great place to work by giving them the support, services, and technology they deserve,” said Chris Todd, CEO at UKG. “We know that when companies prioritize people and put them at the center of their business strategies, the organizations consistently perform better. That’s why we’re committed to providing personalized, proactive support and culture insights that only UKG can deliver.”

Advancements in UKG CX

With 75% of the organization dedicated to building products and providing customer service, UKG is pushing the HCM industry forward by pioneering a global services and support model that combines the power of its Partner for Life promise with disruptive technology as well as 30-years of culture data and insights to support customers’ short- and long-term success.

• Generative AI (GenAI) helps customers quickly and efficiently get the answers they need, when they need it, and machine learning has been used to automatically routes support cases to the appropriate teams and helps resolve cases faster by identifying the right employees with the right skills;
• Innovative 24×7 Rapid Response provides the appropriate resources — no matter the day or time — to ensure customers’ most pressing needs are fulfilled as expeditiously as possible;
• Success Krews, groups of experienced and tenured U Krewers with deep technical and product expertise, collaborate with customers and provide guidance through a premium experience;
• Executive Relationship Managers, trusted partners with deep knowledge of their customers, proactively share best practices, industry trends, data insights, and culture data based on an organization’s size, goals, and unique needs, to help create better people and business outcomes.

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“The level of service we receive from our partners at UKG is amazing and a big part of why I love UKG,” said Christine Carr, vice president of HR at Yoga Joint, a chain of hot yoga studios in Florida. “The support team is very hands-on, detailed, organized, responsive, and professional. This is a company that sticks with you and truly cares about its customers. It gives us tremendous confidence knowing UKG and our UKG solution will continue to guide us and grow with us, as we bring our business to new markets across the country.”

“We have a whole team — what I call our UKG tribe — that is dedicated to ensuring we have the most up-to-date information and are always utilizing our UKG solution to its fullest potential,” said Arieshia Williams, director of HRIS at Evergreen Healthcare, which provides services to skilled nursing homes and assisted living communities. “Our tribe of UKG support, services, sales, and executive relationship management teams work in sync to not only understand our business and unique needs but also our goals. This is the true value of the UKG team that was built specifically to help us and others succeed, by partnering with us to foster a great workplace environment.”

Accolades for Excellence and Innovation in CX

As affirmation of their dedication to delivering exceptional experiences for all customers, several UKG executives were recently recognized for excellence in CX, as was the UKG Community, an online neighborhood where customers and partners can collaborate with each other and subject matter experts, suggest product enhancements and ideas, and are empowered with relevant product documentation and learning content when they need it.

• Bob DelPonte, senior vice president of customer success and global delivery services, was named to Constellation Research’s AX100, an elite group of global executives focused on transforming the customer and employee experience within their organizations, for his leadership in revolutionizing UKG support and services, which has directly increased customer satisfaction.
• Roxie Strohmenger, vice president of customer experience strategy, was named Overall Winner of the CX Leader of the Year for 2023 by MyCustomer for identifying the Emotional North Star for UKG of promoting confidence, and architecting the UKG voice of the customer (VoC) program, U Speak, which provides a continuous loop of customer feedback and delivers deep, actionable insights to improve the UKG customer experience and impact key financial metrics.
• Allison Brotman, vice president of learning and community, was named Community Champion by The Community Roundtable, for her work integrating and evangelizing the new UKG Community, which launched in May and continues to add to its base of hundreds of thousands of members.
  • The UKG Community was also recognized by The Community Roundtable for Outstanding Community Design Element 2023 for its intentional design in creating a more human and welcoming experience for customers looking to connect, interact, and learn best practices.

• UKG was additionally named a finalist in three categories for the Customer Centricity World Series Awards, which recognize the most customer-centric organizations worldwide, for best CX Team, Customer Centricity in B2B, and its Rapid Response program. Winners will be announced in May.

“What an incredible honor to be recognized for our commitment to delivering exceptional experiences for customers throughout their UKG journey,” said Bob DelPonte, senior vice president of customer success and global delivery services at UKG. “Our support, services, and technology innovations over the past few years highlight our never-ending quest to inspire our customers to become great workplaces and push the boundaries of what is possible when you create a people-centric culture built on trust and belonging.”

“Delivering personalized, relevant, and consistent experiences is the backbone of any successful CX program,” said R “Ray” Wang, CEO at Constellation Research, Inc. “UKG’s continuous advancements and focus on customer relationships and outcomes shows it is living out its Partner for Life promise.”

Unique, Year-round Opportunities to Connect and Collaborate

Key to its success is creating unique and meaningful opportunities, year-round, across the globe, for UKG customers to connect with each other as well as UKG executives, experts, and thought leaders.

• A record 5,000+ people attended UKG Aspire in November, the annual UKG customer conference, to hear the latest workplace culture trends, next-generation innovations, and how UKG is working to inspire every organization to be a great place to work through technology built for all.
• More than 9,000 people registered for the bi-annual UKG HR and Payroll eSymposium, held in January, which provided attendees with deep dives into topics such as compliance and GenAI, and how to build alliances organization-wide in support of a more empowering employee experience.
• Throughout 2024, UKG is taking its wildly popular UKG Huddle across the U.S., where customers can interact with UKG executives and experts in-person to learn product tips and tricks and best practices as well as network with peers.
• UKG Executive Relationship Managers continue to create regional and site-specific meetups to collaborate with customers face-to-face and facilitate new learning and development opportunities, especially during key moments for HR leaders such as benefits enrollment and year-end activities.

“Our customers’ success isn’t limited to their solution usage, it’s about building meaningful and long-lasting partnerships that transcend technology in support of people,” said Jane Graham, group vice president of relationship management at UKG. “Meeting our customers where they are on their journey — whether that’s throughout implementation, providing support during year-end, or meeting regularly to understand their short- and long-term business goals — is core to how the UKG customer experience builds on the experiences that our technology delivers to employees. When we work collaboratively and foster trust, everyone thrives, which is foundational to building a great place to work.”

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